02.Your refund rights
You are entitled to a refund if you buy faulty or defective goods.
Alternatively, you can choose to swap the faulty product for one that's working, or have it repaired. It's your decision. So don’t be bullied into waiting for a repair if you just want your money back.
And don't let the store brush you off by saying you've got to deal with the manufacturer. The trader who sold you the goods must sort out the problem for you.
Refunds are in cash if you paid cash. If you paid by credit card or EFTPOS, your account is credited.
If the item you bought was labelled 'seconds' or reduced in price because of defects you knew about, you can't use those flaws to get your money back.
'No refunds' signs
Don’t be put off by 'No refunds' signs if there’s a problem with something you’ve bought. These signs are illegal and can’t take away your right to a refund.
Make sure you take faulty goods and the proof of purchase back to the store as soon as possible. If you can’t transport them, contact the retailer to make arrangements.
If you have to return faulty goods to the place where you bought them, the seller must pay any freight costs.
Doesn't match the description?
You’re also entitled to a refund when goods:
- aren’t fit for the purpose for which they are sold
- don’t match their description or the sample you based your purchase decision on
In each case, you must have your receipt to claim a refund.
When you’re buying goods at auction or privately, like at a garage sale, you don’t have this protection. So buyer beware!
Where to go for help
Do you think you're entitled to a refund but the trader is refusing to give you one? You should contact your local Consumer Affairs / Fair Trading organisation for advice.